Best Practice for Customer comments copied from parent to child

[Kristin J]

Hello! 

I know that Comments are passed from parent to child within Incidents, and I understand why this works when it is the agent passing information down through the chain. But I am wondering what others are doing regarding updates from customers. Are you creating a BR to bypass this when the update is coming from the customer, or something else, or nothing?. We had a situation yesterday where the user updated their ticket (which was the parent) and it cascaded through the 100 or so children and sent updates to them all. Thankfully it was a positive comment, but it was still an unnecessary notification that all users in the chain received.

Thanks for any information or tips you can share,

Kristin

[Kristin J]

Thanks to both @ccajohnson and @bammar  for the guidance re: looking at how often children occur/use case and using Problem. I think the end result is going to take advantage of processes in major incident & problem. I'm thinking along the lines of

1. if you think things are related, create incident in Tech name and link
   
   
2. when you know they are related and there are more than x, promote the tech ticket to Major Incident and continue linking
   
   
3. if there is a fix, resolve major incident & communicate. if there is no fix, attach to Problem.

Now to implement that, lol...